Treating Your Student Like A Customer

Author: Babu Thiagarajan
Founder and CEO of QuScient Technologies
This might as well be the title of a hit reality TV show for such are the trends shaping the education industry around the world today. The transformation of educational delivery systems and the business of education on the whole have been remarkable, both for the student as well as all the stakeholders involved in the process. Moving away from traditional campus based education- online learning has opened new avenues for the employed, and individuals constrained by time, to further their careers. The perception and recognition of online courses in India might not be as high as in some of the western countries, but then, how far behind can India be in this global age?

But, newer methods of education and the options that they bring create a whole new set of challenges to the established order. Student communication, course governance, student attrition, and measuring satisfaction will become the top issues facing schools with a geographically distributed student populace. These were also, some of the biggest problems faced by QuScient’s higher education clients in the U.S. and UK. In these countries a student is provided with the option of transferring to another school if they were unhappy with the current school, and while doing so, take their course credits and funding along with them. There were also the problems of dropouts. When this happened the loss assumes multiple significances as: the schools lost the money they invested in attracting the student, the course fees, and the schools also took a beating on their attrition rates. With federal regulations putting underperforming schools and schools with high attrition under the scanner, most schools, especially the smaller ones, admitted that they faced 30 – 50 percent attrition issues but were never able to identify the reasons.

How long before schools in India face the same issues? Number portability is a reality; is it safe to assume that school credit transfers will be just around the corner? Schools and colleges need to take a holistic view of their student problems. The right way forward would be student relationship management systems – know your students and anticipate their needs. Keep up with your students.
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Reader's comments(2)
1: From: Mrs. Mary David

This mail may be a surprise to you because you did not give me the permission to do so and neither do you know me but before I tell you about myself I want you to please forgive me for sending this mail without your permission. I am writing this letter in confidence believing that if it is the will of God for you to help me and my family, God almighty will bless and reward you abundantly. I need an honest and trust worthy person like you to entrust this huge transfer project unto.

My name is Mrs. Mary David, The Branch Manager of a Financial Institution. I am a Ghanaian married with 3 kids. I am writing to solicit your assistance in the transfer of US$7,500,000.00 Dollars. This fund is the excess of what my branch in which I am the manager made as profit last year (i.e. 2010 financial year). I have already submitted an annual report for that year to my head office in Accra-Ghana as I have watched with keen interest as they will never know of this excess. I have since, placed this amount of US$7,500,000.00 Dollars on an Escrow Coded account without a beneficiary (Anonymous) to avoid trace.

As an officer of the bank, I cannot be directly connected to this money thus I am impelled to request for your assistance to receive this money into your bank account on my behalf. I agree that 40% of this money will be for you as a foreign partner, in respect to the provision of a foreign account, and 60% would be for me. I do need to stress that there are practically no risk involved in this. It's going to be a bank-to-bank transfer. All I need from you is to stand as the original depositor of this fund so that the fund can be transferred to your account.

If you accept this offer, I will appreciate your timely response to me. This is why and only reason why I contacted you, I am willing to go into partnership investment with you owing to your wealth of experience, So please if you are interested to assist on this venture kindly contact me back for a brief discussion on how to proceed.

All correspondence must be via my private E-mail ( for obvious security reasons.

Best regards,
Mrs. Mary David.
Posted by: mary lovely david - Monday 26th, September 2011
2: Hi my dear,
My name is Mounace, i would like to establish a true relationship with you in one love. please send email to me at ( i will reply to you with my picture and tell you more about myself. thanks and remain blessed for me,
Your new friend Mounace
Posted by: mounace love love - Thursday 09th, June 2011
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